Saddle up for growth: Integrations for the Year of the Horse

Here are the newest integrations from Zendesk to help your team provide top-quality experiences.

Instatus (Support)

Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk so your support team can see what’s happening with your services right in the ticket sidebar. When you open a ticket, you’ll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly figure out if a customer’s problem is related to a known issue.

Simplesat (Support)

Simplesat adds one-click CSAT, CES, or NPS surveys to Zendesk email triggers in minutes. Simplesat works with Zendesk event-based triggers or time-based automations. By inserting your survey into existing notifications, you avoid sending extra emails to customers. You can even sync Zendesk ticket details with customer feedback, including things like private comments and tags.

Ascend (Support)

Ascend is a full-featured UCaaS solution that combines cloud PBX voice, chat, business SMS, video conferencing, file sharing, and contact center into a single platform. Seamlessly integrate key functionalities of Ascend into Zendesk to increase employee productivity and deliver a more personalized experience. Easily place calls using Ascend directly within Zendesk, pull up existing customer tickets on incoming calls, and quickly create support tickets for existing customers.

Additional apps added in February:

Smart Amazon Connect Contact Centre (Support) integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.The integration automatically links call activity with Zendesk records, helping teams track customer interactions accurately and maintain a complete communication history.

Isara (Support) connects seamlessly with Zendesk to automatically analyze every customer conversation in real time, turning support tickets into actionable intelligence for your entire organization. Insights automatically surfaces recurring issues, product gaps, and feature requests across your entire support history. Analyze conversation patterns and deliver specific recommendations for product fixes, agent coaching opportunities, help center improvements, and process optimizations.

Ticket Fields AI Assistant by Macha (Support) helps you automate ticket field entry, resulting in lesser manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and fills your defined fields instantly. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop downs, text fields, date fields, checkboxes, and number fields — ensuring your most important data points stay accurate.

EdgeTier Integration (Support) is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analysing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.

Thank You Autosolve GPT by Ino Studio (Support) uses advanced AI (GPT) to detect when customers send simple thank-you or acknowledgement messages that reopen solved tickets. When detected, the app automatically sets the ticket back to solved, keeping your queue clean and reducing agent workload for non-actionable ticket reopens.

Aisera Assist (Support) works with existing solutions to deliver an end-to-end AI Service Experience for customers. AI Customer Service provides omni-channel integrations through Conversational AI, Aisera’s Assist product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. Assist empowers agents by recommending similar tickets, knowledge articles, and next-best actions.